Manager, Customer Service Operations

3 weeks ago

Pittsburgh, United States GNC Full time
Job DescriptionJob DescriptionCompany Description

As the global leader in health and wellness innovation since 1935, GNC motivates people to reach their goals with the most trusted and exciting selection of products in the industry.

As #TeamGNC, we work hard to ensure that our consumers come first. We are always cultivating and collaborating on new ideas to bring innovative solutions to the forefront and testing new solutions to translate goals into action. Our team members are advocates for change and innovation. 

There is no greater gift than good health and no greater satisfaction than helping others to achieve it. Be a part of helping others to Live Well  

Job Description

POSITION SUMMARY:

This role is responsible for developing the customer service strategy and goals to deliver a positive and seamless customer experience. They will be responsible for building a best-in-class, effortless customer experience that integrates seamlessly with our digital experiences. This position will lead teams supporting our store and online customers across multiple channels, both domestic and international. The Manager will need to think globally and strategically with the ability to analyze and leverage data in decision making. The Manager of Customer Service is also responsible for the creation of the eCommerce and Omni-channel Customer Service environment as well as the digital innovation to respond to our customers via text, chat bots and other communication channels.

JOB RESPONSIBILITIES:

  • Establish and implement service standards that ensure quality and consistency
  • Deliver an engaging customer experience as measured by VOC (Voice of the Customer) surveys and deliver service level metrics and financial goals
  • Create an environment focused on curiosity and resourcefulness and drive engagement with a continuous improvement mindset
  • Deliver a customer care strategy that integrates with the Customer Experience journey while driving business results and creating a competitive advantage for the brand
  • Research current and emerging channels and technology platforms, while working with insights to get data to improve our visibility of the end to end customer experience
  • Create a customer focused culture that leverages quality, VOC and customer feedback data to assess, analyze and drive improvement
  • Drive accountability for operational and financial metrics
  • Lead focus on continuous improvement processes to gain efficiencies and improve effectiveness
  • Effectively develop and manage an operational budget to execute and deliver consistent financial results that meet or exceed plan and forecast
  • Review, resolve and provide awareness on issues affecting Company compliance and legal requirements
  • Responsible for overall expense management of the contact center operation
  • Additional duties as assigned
Qualifications

QUALIFICATIONS:

  • Bachelor’s Degree in Business, Management, or related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required
  • Advanced degree (MBA, Master’s) preferred
  • 10+ years progressive customer service experience required
  • 8+ years in a leadership role (direct or indirect)
  • Experience with CRM and core contact center systems, tools and infrastructure
  • High degree of proficiency MS Office Suite, Outlook & Internet applications
  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills
  • Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
  • Solid understanding and application of mathematical concepts
  • Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
  • Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
  • Ability to work with and influence peers and senior management
  • Self-motivated with critical attention to detail, deadlines and reporting


Additional Information

All your information will be kept confidential according to EEO guidelines.

GNC Holdings LLC is an Equal Opportunity Employer

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